“What we’ve got here is failure to communicate” ~ Cool Hand Luke – 1967  Poor Communication Undermines Relationships Guess who said this wonderful Positively Outrageous Service® (POS) statement: "This age of fast-moving events requires quick, dependable communication in time of emergency." That was President John F. Kennedy. The necessity for rapid, instantaneous, and full-time communication between the United States and the Soviet Union governments was evident during the Cuban Missile … [Read more...]

You Can Have Too Much of a Good Thing! https://youtu.be/jRnlQRtClME Boss: “What do you think?” Me: [going to the bathroom] Boss: “Can you hear me?” Me: [getting another beer] Boss: “I think he's on mute.” Me: [getting chips] Boss: “Hello?” Me: “Sorry I was on mute” @RodneyLacroix Do you feel exhausted after attending too many back-to-back virtual video meetings? Virtual meeting fatigue became big news as significant sectors of the population attended school and worked remotely … [Read more...]

Why are Emails so Rarely Positively Outrageous Service®? https://youtu.be/QwBE4ZWLGUA “WOW, I didn’t expect that! That’s positively outrageous!” 
 That’s a rare comment in response to an email. Why is that? Research indicates that 7 percent of a message is derived from the words, 38 percent from the intonation, and 55 percent from the facial expression or body language. ~ Study by Albert Mehrabian, UCLA psychology professor emeritus Effective communication requires context, … [Read more...]

Is Your Email Creating a Positively Outrageous Experience? https://youtu.be/2CevBijsUnw “I want to do a business with a company that treats emailing me as a privilege, not a transaction.” ~ Andrea Mignolo The one complaint-the one problem-that nearly every customer puts at (or close to) the top of their list of challenges is communication. George Bernard Shaw, the famous Irish playwright, set us straight on this when he said: "The single biggest problem in communication is the illusion that … [Read more...]